Customer Support - With time-sensitive issues, just stay on hold.

[Buffalo Bob]

The Customer Support 888 number is generally great, but when they are busy, I have given up on following their suggestion to leave a callback number, and to then await their call. Somehow, I seem to fall out of the queue. I will try it again if it's something that can wait, but not if it's something that I need to address right away. Is my experience unique?

I called around noon yesterday when I could not get my trunk to close. I had been puttering around the car with the trunk open for quite a while, and I tried pretty much everything in the car and on the app to get the trunk to close. After my unanswered Customer Support call, I went to the forum, and found that leaving the trunk open like that fr too long can only be resolved by manually pushing the trunk down to a latched position. I did that, and sure enough, it worked. I was still looking forward to their return call, because I wondered if there was not possibly a better way than forcing something that is not meant to be forced, but I have still not received my call.

Certainly not a huge problem in this case, but I have learned to just stay on hold if I really need an answer ASAP.

 

[segbrk]

Text the same number. I have not waited more than 20 minutes to get a response by text. It's easier to manage on their end.

 

[Bobby]

The Customer Support 888 number is generally great, but when they are busy, I have given up on following their suggestion to leave a callback number, and to then await their call. Somehow, I seem to fall out of the queue. I will try it again if it's something that can wait, but not if it's something that I need to address right away. Is my experience unique?

I called around noon yesterday when I could not get my trunk to close. I had been puttering around the car with the trunk open for quite a while, and I tried pretty much everything in the car and on the app to get the trunk to close. After my unanswered Customer Support call, I went to the forum, and found that leaving the trunk open like that fr too long can only be resolved by manually pushing the trunk down to a latched position. I did that, and sure enough, it worked. I was still looking forward to their return call, because I wondered if there was not possibly a better way than forcing something that is not meant to be forced, but I have still not received my call.

Certainly not a huge problem in this case, but I have learned to just stay on hold if I really need an answer ASAP.

You probably would have been better off asking that question here or using the search.

 

[Buffalo Bob]

You probably would have been better off asking that question here or using the search.

No disagreement there. I'm speaking more to a problem that occurs on the road, or at a time/place where alternate information sources are not easy to come by. In this particular case, I cringed at the forum's suggestion to 'force' something that is not meant to be forced. Perhaps that's silly, but since it seems that the trunk does not always open as smoothly as it used to, perhaps it's not so silly after all.

 

[PoZulu]

I have recently had terrible results contacting service regardless of the method I tried....... Email, telephone calls to local and national numbers and text messaging. At this point I am very happy with my 22 AGT but would have trouble recommending a Lucid or buying a Gravity myself because of poor customer service.

 

[xponents]

No disagreement there. I'm speaking more to a problem that occurs on the road, or at a time/place where alternate information sources are not easy to come by. In this particular case, I cringed at the forum's suggestion to 'force' something that is not meant to be forced. Perhaps that's silly, but since it seems that the trunk does not always open as smoothly as it used to, perhaps it's not so silly after all.

But... aren't power doors (trunk, frunk, etc) normally easily able to be closed manually? They are meant to be able to be forced to close. This has been the case for every other car I've encountered, although I get that you'd want to be more careful.

 

[Coho]

No disagreement there. I'm speaking more to a problem that occurs on the road, or at a time/place where alternate information sources are not easy to come by. In this particular case, I cringed at the forum's suggestion to 'force' something that is not meant to be forced. Perhaps that's silly, but since it seems that the trunk does not always open as smoothly as it used to, perhaps it's not so silly after all.

I had this happen to me early on while loading the car over several hrs. CS answer was to just force it closed and it will be fine. And it was.

 

[Buffalo Bob]

But... aren't power doors (trunk, frunk, etc) normally easily able to be closed manually? They are meant to be able to be forced to close. This has been the case for every other car I've encountered, although I get that you'd want to be more careful.

That's true, but I think the Air's trunk is a little more resistant to pushing than the norm. Once I read about the manual close on the forum, I went ahead and did it, but as EVs in general and Lucid in particular are both fairly new to me, I wanted to see if there was an alternate approach. I'm surprised that while the app showed the trunk as open, and asked me to verify that I wanted to close the trunk, that it still would not work. Kind of odd, IMO, but as I said... not a big deal. However, it IS a big deal to allow myself to be placed in a callback queue, and then not be called back. What if I and my car had been in a more precarious position?

 

[segbrk]

Roadside assistance is there for emergencies and is a separate thing

 

[alancath]

I had the same thing happen with the trunk in the first week. After doing a few laps around the car and pointing at it like the apes in the opening scene of 2001, I decided to force it closed even though it felt bad to me to do that. I feel like the auto-close feature shouldn't time out like that, nor should it require as much force as it does to close it manually - but that's how it is I guess.

As far as customer service goes, I completely love them and have zero complaints; I've called several times and have never had to wait too long, nor have I ever been ghosted. Obviously experiences will differ - sometimes they're gonna get overwhelmed. I don't think anyone should conclude Customer Service isn't a useful resource - it really is (just try again). Spanning my ownership of 7 Audis in a row, I never felt I could call Audi NA and have a real conversation with anyone. My Lucid store experience is excellent too.

 

[Steveinarizona]

The Customer Support 888 number is generally great, but when they are busy, I have given up on following their suggestion to leave a callback number, and to then await their call. Somehow, I seem to fall out of the queue. I will try it again if it's something that can wait, but not if it's something that I need to address right away. Is my experience unique?

I called around noon yesterday when I could not get my trunk to close. I had been puttering around the car with the trunk open for quite a while, and I tried pretty much everything in the car and on the app to get the trunk to close. After my unanswered Customer Support call, I went to the forum, and found that leaving the trunk open like that fr too long can only be resolved by manually pushing the trunk down to a latched position. I did that, and sure enough, it worked. I was still looking forward to their return call, because I wondered if there was not possibly a better way than forcing something that is not meant to be forced, but I have still not received my call.

Certainly not a huge problem in this case, but I have learned to just stay on hold if I really need an answer ASAP.

Somehow the responders to your posting have treated it as you saying that customer support is awful and that is not what I see you saying. I see you suggesting that it is better to stay on the line than to leave a call back number. In my experience, that has been true of other queues I have been a member of.

 

[Buffalo Bob]

I had the same thing happen with the trunk in the first week. After doing a few laps around the car and pointing at it like the apes in the opening scene of 2001, I decided to force it closed even though it felt bad to me to do that. I feel like the auto-close feature shouldn't time out like that, nor should it require as much force as it does to close it manually - but that's how it is I guess.

As far as customer service goes, I completely love them and have zero complaints; I've called several times and have never had to wait too long, nor have I ever been ghosted. Obviously experiences will differ - sometimes they're gonna get overwhelmed. I don't think anyone should conclude Customer Service isn't a useful resource - it really is (just try again). Spanning my ownership of 7 Audis in a row, I never felt I could call Audi NA and have a real conversation with anyone. My Lucid store experience is excellent too.

Gee, I don't know what I wrote to lead you to think that I don't view customer service as a useful resource. It is a very useful resource. I'm just pointing out a potential glitch to consider when you REALLY need to talk to someone ASAP.

 

[Buffalo Bob]

Somehow the responders to your posting have treated it as you saying that customer support is awful and that is not what I see you saying. I see you suggesting that it is better to stay on the line than to leave a call back number. In my experience, that has been true of other queues I have been a member of.

Yes. Thanks! Funny, as I was writing basically the same reply as you at the same time!

 

[Dark_Energy]

I've had two experiences with Lucid customer support since I've owned my car and both times I would grade them a "D". I understand this is a young company still working on getting things right. My assessment is purely from a "was my question answered" point of view.

1st experience was calling the Lucid Customer service number. I was on hold for over 30 minutes. The person that took my call sounded very young, and could not answer any of my basic questions on charging the vehicle. It makes me wonder who's doing the hiring and the training. I was able to answer my own questions several days later by reading the manual and reading the post on the owners forum. But you would think that someone employed by Lucid and who's job is to answer the customer support line that they would be at least slightly knowledgeable on the product their company is trying to sell.

2nd experience was when I emailed customer support about an Electrify America question. The CS website does say that they will usually respond with a few hours of receiving the email. I got a response back 3 days later. I was surprised that they even responded figuring they would save face if they didn't respond. CS apologized for the delayed response and answered my questions but again in the time it took for them to respond I had already figured out the answer by researching it myself. Note to self - the answer is out there, somebody has already asked or answered the question. I just got to find it.

So it makes me wonder how much help will Lucid customer service be when I am in a real emergency and need immediate help. Will I be on the phone on hold for 30 minutes or more waiting to speak to CS rep? I hope not.

 

[Bobby]

I've had two experiences with Lucid customer support since I've owned my car and both times I would grade them a "D". I understand this is a young company still working on getting things right. My assessment is purely from a "was my question answered" point of view.

1st experience was calling the Lucid Customer service number. I was on hold for over 30 minutes. The person that took my call sounded very young, and could not answer any of my basic questions on charging the vehicle. It makes me wonder who's doing the hiring and the training. I was able to answer my own questions several days later by reading the manual and reading the post on the owners forum. But you would think that someone employed by Lucid and who's job is to answer the customer support line that they would be at least slightly knowledgeable on the product their company is trying to sell.

2nd experience was when I emailed customer support about an Electrify America question. The CS website does say that they will usually respond with a few hours of receiving the email. I got a response back 3 days later. I was surprised that they even responded figuring they would save face if they didn't respond. CS apologized for the delayed response and answered my questions but again in the time it took for them to respond I had already figured out the answer by researching it myself. Note to self - the answer is out there, somebody has already asked or answered the question. I just got to find it.

So it makes me wonder how much help will Lucid customer service be when I am in a real emergency and need immediate help. Will I be on the phone on hold for 30 minutes or more waiting to speak to CS rep? I hope not.

Respectfully, if you occupied their time to find answers to things that are readily available in the manual or online, you are partially responsible for your own worry about real emergencies.

 

[Leftlane]

No excuse for employees of a company to not know about their own products though, especially if they are the customer facing folks for service.

 

[HC_79]

Respectfully, if you occupied their time to find answers to things that are readily available in the manual or online, you are partially responsible for your own worry about real emergencies.

This is now the 2nd or 3rd post I’ve seen recently about Customer Support complaints and in all scenarios it’s a case of RTFM or complaining about bugs that a CSR can’t do anything about for you.

These people are all part of the problem for the long wait times!

 

[Dark_Energy]

I think by law I'm allowed one phone call (btw I've only made one and only one phone call to CC). And I just bought a fancy car so I'm calling my white glove concierge customer care line with a stupid question. Oh wait. That's not what its used for? I'm using it wrong?

Well I know that now. I've read and re-read the manual several times. I've watched many Lucid EV videos on youtube. I've read many post on this forum. So I have no need to call CC unless I actually need help. But I had to learn that. You know the learning curve. Don't forget, you were all once EV noobs too.

I was just commenting on two experiences I had with CC - Long hold times and Lucid Customer Care reps.

One phone call to CC is not the reason to long hold time. If is then it will only get worse. We all want Lucid ownership to increase so it only reasons that more new EV owners will call CC with silly questions increasing wait times. Customers are never the problem. If the customer is causing a problem with the process, then you fix the process. The customer doesn't fix the problem, Lucid needs to fix the problem.

I don't think it's asking much to have Lucid reps be knowledgeable about their products.

Was I unrealistic to expect that the customer care service I received would be nothing less than top notch?

The Problem.



"These people are all part of the problem for the long wait times!

 

[HC_79]

One phone call to CC is not the reason to long hold time.

Shortsighted thinking much? No it's not, but if you have 20 callers all ringing in to ask questions for things that are in the manual then surely you can see why the wait time will blow out? It's unrealistic to expect Lucid just to throw more people into a Call Center to appease a lazy customer.

The phone call isn't the only path to contacting Lucid either. They have text and email services also. If the issue really isn't that urgent then those are two avenues that can be used without jamming up the phone line.

People are more than welcome to make a call because they're too lazy to not read the manual or ring a CSR to give them a list of bugs that the CSR isn't going to be able to help them with but don't come in here and then complain about the wait times when you're actually part of the problem.

 

[RM-S8]

No excuse for employees of a company to not know about their own products though, especially if they are the customer facing folks for service.

My teacher used to say "do your homework". Which i never did and that's why i never finished my elementary school. Instead, i called a CS (any SC) for an answer.
Numerous hours with no answer.
I blame them for me not knowing.